Posted: Tue Sep 20, 2011 11:29 pm Post subject: Please Help me to Understand the ITIL Process.
I have got few questions in the Process of ITIL ,Kindly help me to make understand below quries.
When a ticket is pushed from Incident ticket to Problem ticket and later on when you find the permanent solution to the Problem we close the problem ticket. My question is:
Do we have to close the Incident ticket and create the Problem ticket and later relate the problem ticket to incident?
or if that is not the case
Do we have to raise the problem ticket from incident itself. If so what will be the status of incident ticket and will that incident ticket will be automatically closed once problem ticket is closed.Please explain.
Can we raise a Incident Ticket for daily Operations to perform and close it once the activities or finished?
Is this considered as good Practise??
As i believe repetitive incident logging for the same operation is not recommended.
Joined: Mar 04, 2008 Posts: 1890 Location: Helensburgh
Posted: Tue Sep 27, 2011 6:45 pm Post subject:
Read the books and read this forum. all this has been covered many times in great detail. _________________ "Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
Start with understanding difference between Incident & Problem. Apple is a apple and orange is a orange. 2 or 5 or 10 apples can never be a orange. Unless you decide to look for a root cause of an event/incident, it is not a problem.
Now to answer you questions:
1. Incident qualifies to be closed as soon as services or impacted CI(s) are back to normal. This is independed of its relation to any problem ticket.
2. If a problem ticket is logged to do a RCA for the same incident, both should be linked. Do it when you decide to log a problem ticket for detailed analysis.
3. Don't raise a ticket for daily operational work. (Understand what 'Incident' means).
It is ok to use more than one way to measure the efforts required to measure the tasks or productivity of the technician or sizing of the team (whatever was your reason to post the last question)
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